IT Support / Technician III
Posted 4 days ago by Randstad Digital
Negotiable
Undetermined
Undetermined
United Kingdom
Summary: The IT Support / Technician III role focuses on ensuring accurate and timely payments for creators by managing complex payment and tax escalations. The position requires a background in Technical Support, Customer Success, or Operations, ideally within tech or finance sectors. The role involves troubleshooting payment issues, analyzing data, and collaborating with various teams to enhance monetization systems. The position is based in the EMEA region, with a preference for Stockholm or London, and offers flexible working arrangements.
Key Responsibilities:
- Triage: Manage and prioritize technical support queues (Jira) for payment and onboarding issues.
- Troubleshoot: Resolve payment eligibility and tax status issues using internal back-office tools.
- Analyze: Use SQL to query data, identify incident patterns, and provide feedback to Product and Engineering.
- Maintain: Build playbooks and SOPs to empower L1/L2 support and ensure data compliance.
- Collaborate: Work with Finance, Legal, and Tech teams to resolve major payout incidents.
Key Skills:
- Experience in Technical Support, Operations, or Customer Success.
- Proficient in Jira and comfortable with SQL for data investigation.
- Analytical mindset with the ability to manage technical escalations in a fast-paced environment.
- Strong English communication skills and attention to detail.
- Knowledge of payment systems or monetization is a major plus.
Salary (Rate): undetermined
City: undetermined
Country: United Kingdom
Working Arrangements: undetermined
IR35 Status: undetermined
Seniority Level: undetermined
Industry: IT
IT Support / Technician III - Creator Monetization
Location: EMEA (Stockholm or London preferred)
The Role
Ensure creators get paid accurately and on time. You will act as the lead for complex payment and tax escalations, shielding engineering teams from day-to-day issues while identifying technical patterns to help scale our monetization systems. You have a background in Technical Support, Customer Success, or Operations, preferably in a tech or finance-related industry.
Key Responsibilities
- Triage: Manage and prioritize technical support queues (Jira) for payment and onboarding issues.
- Troubleshoot: Resolve payment eligibility and tax status issues using internal back-office tools.
- Analyze: Use SQL to query data, identify incident patterns, and provide feedback to Product and Engineering.
- Maintain: Build playbooks and SOPs to empower L1/L2 support and ensure data compliance.
- Collaborate: Work with Finance, Legal, and Tech teams to resolve major payout incidents.
Who You Are
Experience in Technical Support, Operations, or Customer Success . Proficient in Jira and comfortable with SQL for data investigation. Analytical mindset with the ability to manage technical escalations in a fast-paced environment. Strong English communication skills and attention to detail. Knowledge of payment systems or monetization is a major plus.
Work Mode
Distributed workforce within the EMEA region . Work from home or an office while collaborating during CET hours.